Digital Customer Experience Analyst
at Ronin Staffing

Date Posted: 12/4/2019

Job Description

Position Title: Digital Customer Experience Analyst #214955
Rate: $42.64/hr
Location: Dallas, TX 75063
Duration: Long term/indefinite contract + possible hire after 1 year on assignment

Job Summary:
Operating within NMAC’s Operational Effectiveness department, the position is a key contributor to the digital customer journey. The position acts as a SalesForce digital platform (SFDC) subject matter expert (SME) using automotive OEM and captive finance experience paired with system expertise to monitor existing customer touchpoints, identify opportunities for enhancement and assist to launch enhancements. The position is a key contributor to NMAC’s evolving digital strategy.

Position Duties:
The following job function statements describe the general nature and level of work being performed.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  The job function statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.

1. Key contributor and SME for NMAC SFDC Projects:

  • Support and contribute to digitalization of customer touchpoints identified by leadership including but not limited to developing requirements for NMAC and IFS customer portal enhancements, creating internal documentation, and functionality testing. 
  • Support deployment of the NMAC and IFS mobile app enhancements and upgrades to align with web portal functionality.
  • Cross-functionally integrate with Nissan Information Systems (IS) teams supporting SFDC and NMAC business departments utilizing SFDC functionality.
  • Evaluate existing customer touchpoints and identify areas for SFDC improvement along with recommendations on specific SFDC enhancements.
  • Monitor internal processes and procedures to ensure digital customer journey remains relevant and compliant.

2. Key contributor to NMAC’s ongoing Operational Effectiveness department improvements through technology innovation and support.

  • Support ongoing integration meetings with NMAC business departments to identify technology needs and provide consultative support.
  • Partner with NMAC business departments to align systems output to current program and management direction.
  • Support and contribute to periodic system and ad hoc functionality releases including strategy, rules creation, data entry and functionality testing.
  • Support and contribute to quality assurance efforts post program release to ensure system and financial program alignment.


Requirements: 
Education:

  • Bachelor’s degree in related field is preferred; job experience will be considered in lieu of degree.

Professional Experience:

  • 3-5 years of cumulative and directly related customer service experience.
  • Two or more years of experience with web portal development, requirements documentation, and functionality testing.

Knowledge and Skills:

  • Experience with HP Quality Center and Salesforce Community Cloud.
  • Good oral / written communication skills with strong interpersonal, problem solving and conflict resolution skills.
  • General knowledge of captive automobile finance.

Job Snapshot

  • Employee Type: Contractor
  • Location: Irving, TX
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 12/4/2019

About Us

Founded in 1999 as a woman- and minority-owned IT staffing organization, Ronin Staffing has grown into a full-service staffing search firm that recruits and places qualified and quality candidates with expertise in a wide range of areas, including Engineering, Aerospace, Administration, Accounting/Financing, to name a few. We offer contract-only, contract-to-hire or direct-hire services to our clients and our contractors alike.

Our team of experienced, dynamic and tenacious recruiting specialists will provide you with the personal assistance you need to keep your career moving onward and upward. Whether you are looking for hourly, mid-management or executive level positions, you can be confident in our recruiters’ ability to match you with just the right assignments with just the right companies to suit your needs. Many members of our staff have backgrounds in the industries for which they now recruit, and Ronin has become one of the leaders in providing professionals to Fortune 100, 500, and 1000 companies.

We are proud to offer you a full line of services to help you to meet your career objectives, including resume assistance, human resources consulting, and expert guidance on professional interviewing techniques. We also offer direct deposit and a competitive benefits package.

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